The Conference Planning Committee and Program Committee are pleased to present the Proceedings of the 30th Annual ACM SIGUCCS Fall Conference, Providence, Rhode Island, November 20-23, 2002. These Proceedings contain an abundance of experiences and ideas from IT service professionals like you who form the heart of our shared profession.Our theme, "Charting Bold Courses: New Worlds in User Services," symbolizes the change the user services world has taken in the past several years. The new User Services environment not only includes the traditional User Services roles, but now also encompasses Instructional Technologists, Media Specialists, Web Designers and Developers, Programmers and System Administrators - everyone providing end-user information technology support in a higher-educational environment. This year's program provides insight into many of these varied realms of information technology support.We wish to thank our authors, panelists, poster presenters, and the individuals on the Program Committee for their hard work and dedication in creating a program that addresses the broad interests of SIGUCCS attendees. We would also like to thank our keynote speakers, tutorial instructors, and session chairs, who help to make this conference successful. We trust that you will find this program enlightening and we hope that it will enable you to further develop your professional skills and share your experiences.
From dated to dynamic: a campus newsletter unfolds as a web service
To answer many and disparate needs in campus web services at Rensselaer Polytechnic Institute, a unit of the Division of the Chief Information Officer, has developed an application that separates the strata of personnel involved in building and ...
One user, one password: integrating unix accounts and active directory
The University of New Hampshire has a history of using centralized Unix accounts to authenticate user access to computers in the public Student Computing Clusters. The advent of Windows 2000 meant that changes would be necessary to support the Active ...
Benefits and strategies of implementing educational software site licenses
Educational Software Site Licensing has become an integral component of IT services on many campuses today. Our department, Computing and Network Services (CNS) at the University of Alberta has developed long-standing working relationships with a wide ...
The way we were: twenty-five years of end user computing support in higher education
This is a brief survey of the methods, challenges, and success stories of end user computing support services in colleges and universities for the past 25 years. Calling upon the papers and presentations of the proceedings of the annual ACM SIGUCCS User ...
What kind of support do they need?: an instructional designer's experience in faculty and student support for online courses
This paper intends to share two unique Lehigh experiences in designing and offering online courses to two completely different sets of audience. One of the two courses is offered to students around the world via Lehigh's International Program. The ...
Redesigning a large and complex website: how to begin, and a method for success
In a technology-oriented, information-intense world, one of the largest challenges facing higher education is the organization, communication, and presentation of information in a coherent and usable fashion via the world wide web. The Learning Team, a ...
LSE for you: secure interaction with personalised information for students and staff delivered via the world wide web
LSE for You (LFY) is a web portal through which staff and students have secure and personalised access to centrally held data. It has been developed in-house at LSE through inter-departmental collaboration. There were three principal aims for the ...
Instituting an institute: go for it!
The University of New Hampshire set out to inaugurate a Faculty Instructional Technology Summer Institute (FITSI) addressing the pedagogical principles that support the successful integration of instructional technology into teaching and learning. After ...
Navigating new waters: a proposal for dealing with emerging technology
As the technology our clients use becomes increasingly mobile and portable, the nature of our support is changing. In addition, our clients are progressively more comfortable with technology. This is probably due to a combination of the training we have ...
Invert your training program: have applicants train themselves before you hire
The University at Buffalo's Public Computing unit had a problem: training consultants was both expensive and time consuming, but was still not achieving the results we needed. Applicants were poorly motivated or lacked the aptitude for technical ...
Smart classrooms: doing it cheaply, doing it quickly
Few people would argue the merits of introducing technology in the classroom. UNC Asheville's approach to this problem required several unique ideas and cost-saving measures to insure the project was completed on time and under budget.
Charting the course: assessing technology skills to steer the technology training program
The assessment of technology skills is a necessary step in the technology training process. If technology staff is to meet the needs of faculty, staff, and students, campus customer needs must first be identified. The InfoTech Training team offers ...
Enhancing support and learning services for instructors and students who engage in course-related multimedia and web projects
In this paper, we describe a project called SPONGE that was initiated by IT staff at NDSU in response to a growing need for enhanced support and learning services for instructors and their students who engage in multimedia and Web projects. Until SPONGE,...
Why informal information technology management models do not work
Thirty years ago, very few universities had information technology departments. The university personnel who worked with computer technology usually had backgrounds in mathematics or engineering. Technology management was an alien concept. This worked ...
Adventures in XSC: our six-week countdown to extended service coverage
In Summer 2001, Information Technology Services (ITS) - New York University's central IT organization serving some 65,000 students, faculty, and staff - was charged with taking major steps toward meeting our clients' growing requirements for round-the-...
One size does not fit all (but a good model might): the academic media & technology pyramid
This paper presents a design philosophy for the targeted and cost-effective delivery of information technology services that balance innovation and infrastructure needs within an academic institution. Utilizing case studies from Yale University, the ...
Uncovering expectations of web site visitors and building a site that makes discovering IT easy
Two years after transforming its World Wide Web presence and publishing process, Information & Access Technology Services at the University of Missouri-Columbia embarked on developing and publicly documenting another online redesign: the evolution from ...
Help desk support: to be or not to be eligible
As a help desk becomes an integral player in a University's ability to expand technology to the community, its capability to keep up with the constantly changing and growing support needs becomes an increasingly difficult challenge. A help desk is often ...
Merging IT training with academia
The University of Missouri - Columbia (MU) has a student population of approximately 23,000. Since undergraduates arrive at MU with varying degrees of computer literacy and experience, the Committee on Undergraduate Education (CUE) and Information and ...
Developing a flexible online learning management system to facilitate various aspects of instructor-led training and lab administration
For many years, Academic Computing Services (ACS) at The University of Kansas (KU) has offered computer workshops to faculty, staff, students, and the general Lawrence, KS community. ACS required registration for most workshop offerings. In addition, ...
A new direction: improved methods for marketing faculty and staff technology training
Ball State University has been diligent in encouraging and assisting faculty and staff to maintain a high level of knowledge and skills through continuous technology training. In an effort to keep pace with the infusion of new technologies in our ...
Treat them like they have laptops
Upon arriving at the Yale School of Management as the new Director of IT, I encountered a variety of challenges. A series of directors had held the position in the last three years, resulting in a lack of long-term direction. Multiple systems failures ...
TechKnowledge: efficiently and cost-effectively supporting users
For more than 20 years, the information technology organization at the University of Missouri-Columbia (MU) published an on-campus newsletter. Content ranged from cute tidbits to pages of programming code for hard-core COBOL readers.Information & Access ...
Faculty training initiative at the indiana university school of education: a participative effort
Studies show that for university faculty members, the effort to keep pace with new technology has created a significant rise in stress, and this technology-induced strain can contribute to increased exhaustion and reduced workplace satisfaction. Studies ...
Utilizing complementary know-how: advanced fine arts meeting information technology to provide a virtual university for artists - students & alumni
Since 1837, Advanced School of Fine Arts (ASFA http://www.asfa.gr/) in Athens, Greece produced practically all Greek painters, sculptors and printmakers and it has currently enrolled approximately 2,000 students. For several years now ASFA closely ...
tele-TASK: teleteaching anywhere solution kit
With the help of the new developed system tele-TASK - Teleteaching Anywhere Solution Kit - [2] [7] a new, drastically simplified entrance technology for on-line lectures is reached. Out of the apartment or the office each PC user with a suitable ...
Building and supporting a massive data infrastructure for the masses
On a typical university campus, the words "massive data storage" (MDS) usually bring to mind technology high-end, high performance computing (HPC) users might use. This is because academic supercomputer sites have traditionally provided a tightly ...
Technology as the new liberal art: the DePauw University approach to pervasive information fluency
DePauw University is a selective, liberal arts institution with 2200 undergraduate residential students. In fall 2001, DePauw initiated its Information Technology Associates Program (ITAP) for students. ITAP provides students opportunities that link the ...
Virtual onsite support: using internet chat and remote control to improve customer service
How many times have you heard, "I don't have time to wait for a technician! Can't you come over right now?" How about those customers who don't have the computer experience to adequately describe a problem, or do not have the patience to let a ...
Recommendations
Acceptance Rates
Year | Submitted | Accepted | Rate |
---|---|---|---|
SIGUCCS '14 | 58 | 24 | 41% |
SIGUCCS '13 | 46 | 43 | 93% |
SIGUCCS '10 | 66 | 56 | 85% |
Overall | 170 | 123 | 72% |